Call Center Care Navigator

Summary:

• Work Mode: 100% Remote - Texas
• Duration: 6 months, potential to extend
• Hours of operation: Mon - Fri 8:00 AM - 6:30 PM CST
• Shifts: 8:30 AM - 5:00 PM, 9:00 AM - 5:30 PM, 9:30 AM - 6:00 PM, 10:00 AM - 6:30 PM CST
• Lunch break: 1 hour during training, 30 minutes once assigned shift & 2 15-minute breaks
• OT potential – can support other departments with authorization

Responsibilities:

• Work in a call center setting on a phone queue
• Assist and educate Medicaid members on benefits and services such as PCP changes, ID cards, and coordinate transportation and other services

Requirements:

• High School Diploma
• Over 5 years of experience working directly with the ABD (Aged, Blind, and Disabled) population in call center environments, Medicaid programs, and Managed Care Organizations (MCOs)
• Skilled in supporting individuals with disabilities and vulnerable populations managing chronic or complex health conditions
• Expertise in providing care coordination for children, young adults, and other high-need groups within the past three of the last five years
• Must haves: good attendance, call center background; worked with MCO insurance

Preferred Skills:

• Background in Service Coordination, and call center experience

Performance Indicators:

• Software Skills: Microsoft Office Suite, Avaya, Zoom, Skype
• Top 3 must-have hard skills:
  • Customer service, call center experience
  • Computer Knowledge
  • Insurance, MCO background